Community Experience Agent

Company Description

Job Description

Key info

• Remote role with 4 mandatory days per year at our London HQ for training, team and company events.
• Working hours: Currently 9:30am–6pm, within a contractual 7am–11pm operating window.
• Availability: Some weekend and Bank Holiday working is required.

About the role

Our Customer Experience team is here to solve the problems that matter most to our community. Our goal isn't simply to answer questions or close cases - it's to retain our users, rebuild trust when something goes wrong, and help keep our community confidently buying and selling on Depop.

As a Customer Experience Agent, you'll take ownership of some of the most complex issues our users face. Many of the cases that reach you can't be resolved through our standard support channels and may involve complex disputes, multiple users, transactional issues, sensitive circumstances or nuanced applications of our policies.

You'll investigate what has happened, work across different sources of information, apply our policies and processes thoughtfully, and use your judgement to reach a clear and complete resolution. You'll often be the final point of contact for the user, so the decisions you make - and how you communicate them - really matter.

We're looking for people who are naturally curious and confident problem-solvers. You'll need to be comfortable making well-reasoned decisions and taking ownership of an issue through to resolution, always considering the user's wider experience and what we can do to maintain their trust in Depop. You'll be part of a collaborative and supportive team, with guidance from Team Leads and colleagues when needed, while being empowered to use your own judgement and take initiative to deliver the best possible outcomes.

And your impact won't stop with the individual cases you handle. You'll develop a deep understanding of the issues affecting our community, spot patterns and emerging trends, and share insights that can help us improve our overall user experience.

What you'll do

• Own complex cases from investigation through to resolution, using sound judgement and confident decision-making to navigate nuanced issues and deliver outcomes that build trust and keep users buying and selling on Depop.
• Build expert knowledge of Depop’s products, policies, processes and internal tools, and apply it thoughtfully to reach the right outcome, even when the answer isn’t immediately obvious.
• Work confidently with transactional information, reviewing payments, refunds, balances, sales and transaction histories to understand what’s happened and resolve disputes accurately.
• Handle sensitive and challenging interactions with empathy and professionalism, communicating decisions clearly and fairly, even in difficult circumstances.
• Collaborate across Depop when a case requires additional expertise or highlights an issue that needs wider attention.
• Spot patterns and emerging trends, proactively flagging issues that could affect our wider community and sharing insights that help improve our products, policies and processes.
• Adapt as our support environment evolves, quickly learning new tools, processes and ways of working.

What we're looking for

You don't need to have encountered every situation before. What's most important is how you approach a problem, make decisions and take ownership of the outcome.

You'll thrive in this role if:

• You're a strong problem-solver. You're curious and pragmatic, and you enjoy getting to the bottom of complicated situations rather than simply looking for the quickest answer.
• You're confident in your judgement. You can assess the information available, apply guidance thoughtfully and make a well-reasoned decision, even when a situation is nuanced or ambiguous.
• You're user and outcome-focused. You understand that a great resolution isn't just about closing a case. You think about the user's wider experience and look for solutions that build trust and help keep our community buying and selling on Depop.
• You take ownership. You're motivated to see an issue through to a meaningful resolution and are comfortable working independently, while recognising when you need to involve others.
• You're comfortable working with numbers. You don't need advanced maths skills, but you'll regularly work with transaction histories, payments, refunds and balances, so you should be confident checking calculations and spotting when something doesn't add up.
• You have a keen eye for detail. Whether you're reviewing a transaction history, investigating a dispute or spotting a pattern across multiple cases, you're thorough and quick to notice inconsistencies.
• You're resilient and adaptable. Our products, policies, tools and ways of working continue to evolve, and you're comfortable moving with change while maintaining a high standard of work.
• You're a clear and empathetic communicator. You can explain complex or sensitive decisions in straightforward language while remaining diplomatic and professional.
• You see the bigger picture. You naturally notice recurring problems, ask why they're happening and flag opportunities to improve the experience for our wider community.
• You're comfortable learning new technology. You'll work across multiple tools and sources of information, so you should be able to pick up new systems quickly. Experience with Zendesk is a plus.
• You're fluent in spoken and written English.

Additional Information

Health + Mental Wellbeing

• PMI and cash plan healthcare access with Bupa
• Subsidised counselling and coaching with Self Space
• Cycle to Work scheme with options from Evans or the Green Commute Initiative
• Employee Assistance Programme (EAP) for 24/7 confidential support
• Mental Health First Aiders across the business for support and signposting

Work/Life Balance:

• 25 days of annual leave with the option to carry over up to 5 days
• Impact hours: Up to 2 days of additional paid leave per year for volunteering
• Fully paid 4-week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.
• Flexible Working: MyMode hybrid-working model with Flex, Office-Based, and Remote options *role-dependent
• All offices are dog-friendly
  

Family Life:

• For birth parent: 20 weeks of paid parental leave for full-time regular employees
• For non-birth parents: 12 weeks of paid parental leave for full-time regular employees 
• IVF leave, shared parental leave, and paid emergency parent/carer leave

Learn + Grow:

• Twice-yearly development chats and yearly performance reviews
• Learning budget
• Upskilling our employees with company-wide training workshops, materials and resources

Your Future:

• Life Insurance (financial compensation of 3x your salary)
• Pension matching up to 6% of full base salary with Aviva

Depop Extras:

• In-office Depop Shop (that’s free!) and a packing station with free delivery.
• Special milestones are celebrated with gifts and rewards!